{"id":5456,"date":"2018-02-12T19:45:26","date_gmt":"2018-02-12T18:45:26","guid":{"rendered":"https:\/\/www.obsidiansoft.com\/?p=5456"},"modified":"2023-09-27T11:37:01","modified_gmt":"2023-09-27T09:37:01","slug":"automatizacao-calculo-slas-iso-20000-pwc-obsidian","status":"publish","type":"post","link":"https:\/\/www.obsidiansoft.com\/pt\/blog-pt-2\/automatizacao-calculo-slas-iso-20000-pwc-obsidian\/","title":{"rendered":"Automatiza\u00e7\u00e3o do c\u00e1lculo dos SLAs ISO 20000 da PwC"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text]<span id=\"result_box\" class=\"\" lang=\"es\"><span class=\"\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-5459 size-medium\" src=\"https:\/\/www.obsidiansoft.com\/wp-content\/uploads\/pwc-gigaticPT-300x154.png\" alt=\"Automatiza\u00e7\u00e3o do c\u00e1lculo dos SLAs do sistema de gest\u00e3o ISO 20000 na PwC com Obsidian\" width=\"300\" height=\"154\" srcset=\"https:\/\/www.obsidiansoft.com\/wp-content\/uploads\/pwc-gigaticPT-300x154.png 300w, https:\/\/www.obsidiansoft.com\/wp-content\/uploads\/pwc-gigaticPT-768x394.png 768w, https:\/\/www.obsidiansoft.com\/wp-content\/uploads\/pwc-gigaticPT-1024x525.png 1024w, https:\/\/www.obsidiansoft.com\/wp-content\/uploads\/pwc-gigaticPT-700x359.png 700w, https:\/\/www.obsidiansoft.com\/wp-content\/uploads\/pwc-gigaticPT.png 1658w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><a class=\"inbound-track-link\" href=\"https:\/\/www.linkedin.com\/in\/oscar-novillo-l%C3%B3pez-b7333524\/\" target=\"_blank\" rel=\"noopener noreferrer\">\u00d3scar Novillo<\/a>, Senior Manager em PwC, e\u00a0<a class=\"inbound-track-link\" href=\"https:\/\/www.linkedin.com\/in\/raquel-fern%C3%A1ndez-84b08154\/\" target=\"_blank\" rel=\"noopener noreferrer\">Raquel Fern\u00e1ndez<\/a>, respons\u00e1vel por projetos da Obsidian, apresentaram um projeto de GigatTIC 2017 sobre a\u00a0automatiza\u00e7\u00e3o do c\u00e1lculo dos SLAs do sistema de gest\u00e3o de servi\u00e7os ISO 20000 de PwC com <a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/pt\/\" target=\"_blank\" rel=\"noopener noreferrer\">Obsidian<\/a>.<\/span><\/span><\/p>\n<p>Pode aceder \u00e0 grava\u00e7\u00e3o do webinar em HD fazendo login em uma das suas redes sociais. O v\u00eddeo est\u00e1 em espanhol e conta com legendas em espanhol, portugu\u00eas e ingl\u00eas.<\/p>\n<p>O v\u00eddeo conta atualmente com 36371\u00a0 visitas no YouTube e 210 likes.<\/p>\n            <div class=\"onp-locker-call\" style=\"display: none;\" data-lock-id=\"onpLock633137\"><\/div>\r\n         \r\n\r\n        \n<p><!-- paragraph --><\/p>\n<h2>Sistema de gest\u00e3o de servi\u00e7os ISO 20000 de PwC<\/h2>\n<p>A ISO 20000 est\u00e1 organizada em 13 processos de gest\u00e3o. Grande parte deles est\u00e3o muito bem suportados por ferramentas de service desk. No entanto, outros processos carecem de ferramentas que os suportem e automatizem de uma forma adequada. Alguns exemplos s\u00e3o:<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>N\u00edveis de servi\u00e7o;<\/li>\n<li>Disponibilidade dos servi\u00e7os;<\/li>\n<li>Capacidade e procura (ver <a class=\"\" href=\"https:\/\/www.obsidiansoft.com\/pt\/blog-pt-2\/procura-e-gerenciamento-da-capacidade-em-camper\/\" target=\"_blank\" rel=\"noopener noreferrer\">presenta\u00e7\u00e3o de Camper<\/a> espec\u00edficamente sobre estes processos);<\/li>\n<li>Etc.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- paragraph -->Aqui \u00e9 onde a Obsidian entra em jogo. A implementa\u00e7\u00e3o efectiva destes processos nas organiza\u00e7\u00f5es prestadoras de servi\u00e7os TI requerem uma ferramenta espec\u00edfica. Esta apresenta\u00e7\u00e3o mostra algumas chaves para implementar com \u00eaxito estes processos em cima da Obsidian, seguindo as boas pr\u00e1ticas de ITIL e os requisitos da ISO 20000. Tamb\u00e9m como utilizar Obsidian para calcular indicadores hist\u00f3ricos em tempo real e todos os processos ISO 20000.<\/p>\n<h2>Caso de \u00eaxito: Obsidian em PwC<\/h2>\n<p>Em primeiro lugar, a partir do caso real do PwC , \u00d3scar Novillo apresenta o contexto e o roadmap da implementa\u00e7\u00e3o do sistema de gest\u00e3o de servi\u00e7os de ISO 20000, e de seguida em PwC. Indica quais foram os principais desafios, o alcance da sua implementa\u00e7\u00e3o e as ferramentas de que disp\u00f5em.<\/p>\n<p>De seguida Raquel Fern\u00e1ndez apresenta uma s\u00e9rie de conceitos gerais sobre gest\u00e3o de servi\u00e7os e m\u00e9tricas habituais num SLA. Tamb\u00e9m como calcular indicadores de cumprimento dos SLAs e como integr\u00e1-los em DashBoads, e relat\u00f3rios tanto em tempo real como hist\u00f3ricos.<\/p>\n<p>Por \u00faltimo, s\u00e3o explicadas as m\u00e9tricas e indicadores utilizados em PwC nos seus SLAs e exemplos de Dashboards e relat\u00f3rios.<\/p>\n<h2>Men\u00e7\u00e3o especial a Obsidian em PwC pelo auditor ISO 20000<\/h2>\n<p><a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/pt\/noticias-pt\/pwc-iso-20000-com-obsidian\/\" target=\"_blank\" rel=\"noopener noreferrer\">PwC conta com um sistema de gest\u00e3o de servi\u00e7o ISO 20000<\/a> desde 2016. Desde sua implementa\u00e7\u00e3o, PwC foi suportado em Obsidian como ferramenta de monitoriza\u00e7\u00e3o de servi\u00e7os, integrando entre outras ferramentas:<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Solarwinds;<\/li>\n<li>Nagios;<\/li>\n<li>Microsoft SCOM;<\/li>\n<li>Microsoft SCSM;<\/li>\n<li>VMWare VCenter.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- paragraph -->Com a informa\u00e7\u00e3o prevista destas ferramentas corporativas, a Obsidian calcula indicadores em tempo real de cada um dos seus processos. No relat\u00f3rio de auditoria externa realizada pela entidade brit\u00e2nica de certifica\u00e7\u00e3o BSI, <a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/pt\/noticias-pt\/pwc-iso-20000-com-obsidian\/\" target=\"_blank\" rel=\"noopener noreferrer\">destaca-se expresamente Obsidian como uma das pe\u00e7as essenciais<\/a>\u00a0na automatiza\u00e7\u00e3o dos relat\u00f3rios de dashboards de previs\u00e3o de servi\u00e7os de PwC.<\/p>\n<p><!-- paragraph --><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text]<\/p>\n<h2>Informa\u00e7\u00e3o adicional sobre a gest\u00e3o de processos ISO 20000 com Obsidian<\/h2>\n<p>&nbsp;<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1523981585712{margin-top: 10px !important;}&#8221;]N\u00e3o hesite em <a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/pt\/contato\/\" target=\"_blank\" rel=\"noopener noreferrer\">solicitar mais informa\u00e7\u00f5es<\/a> acerca da monitoriza\u00e7\u00e3o inteligente de servi\u00e7os com a Obsidian. Al\u00e9m disso, pode inscrever-se na <a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/pt\/newsletter\/\" target=\"_blank\" rel=\"noopener noreferrer\">newsletter<\/a> ou no <a href=\"https:\/\/www.youtube.com\/channel\/UCCbaQSQvLT9et2a1eGvohfg?sub_confirmation=1\" target=\"_blank\">canal de YouTube da Obsidian<\/a>. Tem atualmente 1570 subscritores.<\/p>\n<p>&nbsp;<\/p>\n<p>Considere tamb\u00e9m ler nosso <a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/pt\/blog\/\" target=\"_blank\" rel=\"noopener noreferrer\">blog<\/a>, bem como <a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/pt\/noticias\/\" target=\"_blank\" rel=\"noopener noreferrer\">a sec\u00e7\u00e3o de not\u00edcias<\/a> para aceder a recursos adicionais sobre a Obsidian. 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Obsidian<\/p>\n","protected":false},"author":12,"featured_media":5459,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","om_disable_all_campaigns":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[114],"tags":[],"class_list":["post-5456","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-pt-2"],"_links":{"self":[{"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/posts\/5456","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/comments?post=5456"}],"version-history":[{"count":2,"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/posts\/5456\/revisions"}],"predecessor-version":[{"id":7774,"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/posts\/5456\/revisions\/7774"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/media\/5459"}],"wp:attachment":[{"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/media?parent=5456"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/categories?post=5456"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/pt\/wp-json\/wp\/v2\/tags?post=5456"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}